Casino MGA - プレイヤーの撤退は遅れています。

It's been almost 6 months and I write to the support regularly. Now I was told yesterday that it has been taking so long that it would be faster if we canceled the amount again and I applied for a payout again. Of course they would be very sorry. Now I see that you have already helped many. Could you please help me too?

Es ist schon fast 6 Monate her und ich schreibe dem Support regelmässig mal. Nun wurde mir gestern gesagt das es jetzt schon so lange dauert, es würde schneller gehen wenn wir den betrag wieder stornieren und ich wieder eine Auszahlung beantrage. Es würde ihnen natürlich herzlich leid tun. Nun habe ich gesehen dass sie schon vielen geholfen haben. Könntet ihr mir bitte auch helfen?

Dear Christian,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have been trying to withdraw your winnings for 6 months?

Have you ever made a successful withdrawal before? Could you please confirm that you passed the KYC?

Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes, I passed the KYC and I was put off over and over again. First, the 21 days were pointed out, then I was asked to be patient, and then it was always said that the processing was still being checked by the relevant department. I have never withdrawn anything from this casino before. Will also be the last time.

Ja, den KYC hab ich bestanden ich wurde immer und immer weiter vertröstet. Erstmal wurde auf die 21 Tage hingewiesen, dann wurde ich um etwas geduld gebeten, und dann hies es immer das die bearbeitung noch von der endsprechenden abteilung überprüft wird. Habe vorher von diesem Casino noch nie etwas auszahlen lassen . Wird auch das letzte mal gewesen sein. 

Thank you for your reply, Christian. What payment method to withdraw your winnings have you opted for? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed?

Well, the amount was back in my player account today. I had it transferred immediately via bank transfer. Payout is now in process.

So, der Betrag war heute wieder auf meinem spielerkonto. Habe ihn sofort wieder via bank tranfer überweisen lassen. Auszahlung steht jetzt in Bearbeitung.

So, even today I received my confirmation for the withdrawal request, whereby I was again informed that the withdrawal takes 7-21 working days.

So, habe jetzt sogar noch heute meine Bestätigung für die Auszahlungsanfrage erhalten wobei ich wieder darauf hingewiesen wurde das die Auszahlung 7-21 Werktage dauert.

I'm excited to see what comes out this time. As I said, the last attempt was almost 6 months since nothing

Bin mal gespannt was diesmal rauskommt. Wie gesagt, beim letzten versuch war nach fast 6monaten nix da

Sounds like we are on the right track now! I will set the timer for additional 14 days to give the casino enough time to process the payment, so please, keep us updated in the meantime. Thank you in advance.

Soo, until today nothing has happened again, it's again (in progress).

Soo, bis heute hat sich mal wieder nix getan, es ist mal wieder (in Bearbeitung).

Dear Christian,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease of rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice of Casino MGA to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Casino MGA. I wish I could be of more help.

The casino can reopen this complaint anytime.